IT Regional Coordinator

Location- Guwahati, Patna, Bangalore, Navi Mumbai

Roles and Responsibilities

Liaison with Regional FEs and project manager
Responsible for onsite visit of FEs for Preventive Maintenance, Service Requests, New store rollout plans and Mothballing
Facilitate project rollout in the region.
Ensure the deployment of skilled FEs in regions
Closely monitor the activities against plan and take necessary corrective actions
Day-to-day interaction with the Field Support, Retail Service Desk Team, Vendor Management Lead and Configuration Management Lead.
Escalate matters to the Field Operations Manager requiring immediate attention
Develop expertise in Retail Business application / Infrastructure and associated Hardware to guide the regional team and provide solutions towards any problems faced by them.
Monitor web queries (Pending / High Ageing / Escalated calls from Business / client) and call assignment to team.
Perform performance review of Retail Field Team to achieve the required level of productivity.
Meeting the SLA Targets and comply to the agreed SLA for ticket resolution
Identify Knowledge update/training requirements of the team
Need to focus on Knowledge management.
Implement continuous process improvement initiatives
Provide specialized knowledge in specific aspects of a Service or in relevant technical areas of interest.
Ensure efficient flow of Problem tickets through the Problem Management process.
Provide Business analyst perspective to the recurring incidents and help in RCA of the problems.
Develop roster for Field team and maintain shift schedule to cover the service window and perform workforce management.
Ensure process and policy adherence. Focused effort to improve the process to enable efficient flow of tickets (Tier 1/Tier 2).
Enhance the service levels with continuous service improvement.
Ensure process and policy adherence of the Field team.
Coordinate with Vendor Management Lead, Asset Management Lead and regional coordinators
Escalate matters requiring management intervention to Field Operations Manager and Program Manager.
Ensuring policies, processes and standards are followed in Field operations.
Designing and implementing new processes and policies as suggested by Field Operations Manager and Reliance Retail IT Management.

Desired Candidate Profile

4 to 5 years of FM & Infrastructure services experience with strong knowledge related to Infrastructure.
Rotational Week off / No Fixed Sunday off
Working on National Holidays against which you shall be eligible for double pay.
PH will be working against which comp off will be provided
Must possess good communication skills and should be able to escalate issues or technical problems as instructed.
Should be patient to handle the day to day activities.
Shall have good conduct and behavior and gain customer confidence.
Should be responsible and dependable for all the activities under the scope of this project.
Should be self-driven. Adhere to the schedules and procedures of the project.
Should have very good leadership skills.
Should have risk assessment and risk management skills.
Should have very good client relationship management skills.
Good communications skills Ability to articulate clearly in English (both verbal and written communication).
Ability to work in a team driven environment under stringent targets.
Good Analytical, Problem Solving Skills and Interpersonal Skills.
Experience in the Retail IT domain will be an added advantage